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Merchant Success Associate (OPS)

Sales (Corporate, Real Estate, Telesales, etc.)
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KL Eco City, Kuala Lumpur

About The Job

What Will You Do :     
  • To support and assist Key Account Manager from end to end operations.
  • Manage and handle day-to-day webstore operations which includes but not limited to; order management and fulfilment, inventory update and management, customer service and enquiries, campaign updates.
  • Manage and ensure the execution of the operations flow smoothly.
  • Handle customers’ enquiries, including returns, exchanges, refunds, complaints, changes in orders via communication channels made available to the customers.
  • Ensure appropriate resolution of customer complaints that all actions are implemented and verified for effectiveness.
  • Understand the current system’s capabilities and limitations, and continuously implement improvements for systems and processes.
  • Provide performance monitoring of KPIs, identify trends and issues in service quality.

Job Requirements

What Will You Need : 

  • Diploma or Degree in Sales, Admin or relevant experience
  • Experience in sales, operations or customer service in ecommerce/marketplace for 2 years and above is highly preferred
  • Enjoy working in a fast-paced and dynamic environment
  • Strong customer-centric decision-making skills
  • High sense of responsibility and accountability
  • Resilient and able to adapt to changes

Our Culture


Founded in 2013, SHOPLINE’s mission is to build an e-commerce platform where merchants can create their own online shop and provide the best shopping experience to their customers. SHOPLINE’s system allows merchants to quickly and easily create their own online shops that could be viewed on all mobile devices. It also comes with comprehensive features such as order and inventory management systems, payment and logistics systems, design themes, shop analytics tools, promotion tools, plus integration with various 3rd party services.
With our excellent team, we were accepted into the Silicon Valley-based 500 Startups accelerator in 2014. We were also one of the first startups invested by Alibaba Entrepreneurs Fund in 2016. Our team is agile and we provide benefits and support comparable to overseas startups. If you are interested in e-commerce or working in a startup environment, come talk to us!


  • Our team is smart, friendly, self-driven, and passionate about the work we do.
  • We work in a collaborative open space where we encourage creativity and ideas flow freely.
  • You’ll be able to steer the future roadmap to improve our products, big or small, and see the results of your products reach our customers.
  • Get to work with flexible working hours. Our priority is on getting the job done.
  • Flat structure environment, you will be able to work independently and make your own choices.
  • We provide guidance and mentorship to polish your technical skills as well as your entrepreneurship mindset.
  • Ability to deploy and launch your work daily. No need to wait for lengthy management approval.